IT Technician - 2nd Line Support

IT Technician

Reporting To:

Head of IT

Location:
Bournemouth, United Kingdom

Job Type: Full Time 37.5 hours a week

Nourish Care provides a digital solution to the health and social care sector which improves the process of recording, analysing, and sharing of information. We seek to enhance and simplify care in equal measures;
To harness the power of care management software to improve the lives of people who need care and those who provide it.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector, we will not be complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.

At Nourish, you will contribute to a sophisticated ecosystem that includes:

Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals

The Nourish Partnership Programme (NPP): A sector-leading programme that manages strategic integrations with third-party systems to ensure seamless data syncing and interoperability across the care journey.

We look for people who align with the way we work. If you join us, you are joining a culture defined by:

Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support

Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.

Collective Effort: We help each other out because we know that when one person wins, we all win. It’s "all hands-on deck" - everyone is in it together.

Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.

Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.

Our IT function is small but vital, with the IT Technician working closely alongside our Head of IT Support to keep every Nourish colleague productive, secure and well supported.

As our IT Technician, you’ll take ownership of day-to-day technical support across the business, seeing issues through from initial diagnosis to resolution. You’ll troubleshoot and resolve a broad range of hardware, software, access and connectivity issues across our Windows and Mac estate, as well as supporting our Microsoft 365 and Azure environments.

You’ll be confident tackling complex technical issues independently, know when to elevate where needed, and communicate clearly with colleagues throughout. We’re looking for someone with at least three years’ experience in a technical support role, a methodical approach to problem-solving, and a genuine desire to help people get back to doing their best work quickly.

Provide proactive, hands-on, end-to-end technical support to the Nourish workforce, resolving issues across Windows, macOS and mobile devices.

A clear, approachable communicator who can explain technical issues in simple terms, adapt to different levels of technical knowledge, and keep colleagues informed and supported throughout.

Manage and resolve support tickets within agreed SLAs, keeping our ticketing system accurately updated from triage through to resolution.

Administer and support our Microsoft 365 and Azure environment, including Entra , Exchange Online, Intune/Endpoint Manager, Teams and SharePoint.

Manage user account and licence administration…